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S2 Ep 7 | CX 2026: Trends & Predictions
In this episode, Angus and Pete explore customer engagement trends for 2026 and 2027. They discuss how AI is transitioning from an experiment to a strategic necessity, forcing businesses to re-architect their operations. From hyper-personalisation to the rise of AI-native companies, the hosts analyse how brands must balance efficiency with emotional loyalty and ethical practices to survive a predicted decline in global spending.
• Hyper-personalisation and Data: Hyper-personalisation is becoming a standard expectation, requiring meaningful, empathetic, real-time interactions. However, success depends on a "clean" data infrastructure. Without integrated data lakes and end-to-end omnichannel systems, attempts at personalisation will fail, as "garbage in" inevitably leads to "garbage out".
• Evolution of the Contact Centre: The traditional reactive contact centre is evolving into a "profit and insight centre". Instead of being viewed purely as a cost burden, these hubs now serve as the "eyes and ears" of an organisation. They provide gold mines of real-time customer data to drive business-wide efficiency.
• AI-Native Business Models: A major structural shift is the rise of AI-native companies that build technology into their core rather than bolting it onto broken processes. The old "SaaS" model is struggling; the new imperative is designing your business for the technology, rather than the other way around.
• Trust and Emotional Loyalty: Efficiency must not come at the expense of empathy. Premature deployment of frustrating AI tools risks eroding customer trust, particularly among younger demographics. Future loyalty depends on forging deep emotional connections and aligning brand practices with ethical and sustainable values.
• The Human Element and Frugality: As global spending potentially drops by 18%, brands must deliver exceptional value to prevent customers from switching. Interestingly, some brands are rejecting tech-heavy models in favour of "old school" human expertise and empathy, proving that digital is not always the paramount preference.
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By The Angus & Pete ShowIn this episode, Angus and Pete explore customer engagement trends for 2026 and 2027. They discuss how AI is transitioning from an experiment to a strategic necessity, forcing businesses to re-architect their operations. From hyper-personalisation to the rise of AI-native companies, the hosts analyse how brands must balance efficiency with emotional loyalty and ethical practices to survive a predicted decline in global spending.
• Hyper-personalisation and Data: Hyper-personalisation is becoming a standard expectation, requiring meaningful, empathetic, real-time interactions. However, success depends on a "clean" data infrastructure. Without integrated data lakes and end-to-end omnichannel systems, attempts at personalisation will fail, as "garbage in" inevitably leads to "garbage out".
• Evolution of the Contact Centre: The traditional reactive contact centre is evolving into a "profit and insight centre". Instead of being viewed purely as a cost burden, these hubs now serve as the "eyes and ears" of an organisation. They provide gold mines of real-time customer data to drive business-wide efficiency.
• AI-Native Business Models: A major structural shift is the rise of AI-native companies that build technology into their core rather than bolting it onto broken processes. The old "SaaS" model is struggling; the new imperative is designing your business for the technology, rather than the other way around.
• Trust and Emotional Loyalty: Efficiency must not come at the expense of empathy. Premature deployment of frustrating AI tools risks eroding customer trust, particularly among younger demographics. Future loyalty depends on forging deep emotional connections and aligning brand practices with ethical and sustainable values.
• The Human Element and Frugality: As global spending potentially drops by 18%, brands must deliver exceptional value to prevent customers from switching. Interestingly, some brands are rejecting tech-heavy models in favour of "old school" human expertise and empathy, proving that digital is not always the paramount preference.